Why and how to use the 'Pending' conversation status
Many conversations often require follow-up later, either the customer has said they'll get back to you, or maybe there's something you need to do and get back on.
To help keep an eye on these sort of conversations use the Pending status, by just moving the conversation to 'pending' using the button at the top of the conversation window. It's also another way you can help reach inbox 0.
If the customer responds the conversation will move back into the Open inbox, to make sure you see the response.
You can also set a different auto-close time on the pending inbox, or none at all, so you've got more control of your inbox, adjust those settings here.